Last Updated: September 8, 2026

This Service Level Agreement ("SLA") is incorporated into and forms an integral part of the MineFarm Terms of Service. It sets forth the availability targets, failover response times, downtime exclusions, and service credit rebate mechanisms governing our high-performance compute and AI services.

1. Service Level Commitments & Uptime Targets

MineFarm commits to the following operational availability levels across its production infrastructure:

• Standard Cloud Workspaces & Leased Compute Nodes: 99.9% Monthly Uptime Percentage (maximum allowable unscheduled downtime of < 43.8 minutes per calendar month).
• Enterprise Dedicated Clusters & Confidential Enclaves (CC): 99.95% Monthly Uptime Percentage (maximum allowable unscheduled downtime of < 21.9 minutes per calendar month).
• Autonomous Failover Response: If an active compute node experiences an unrecoverable hardware or network failure, our orchestration engine automatically migrates container workloads to a verified hot-spare node within < 30 seconds.
• Frontier AI Inference Gateway (OpenAI Parity): 99.9% API endpoint availability (`/api/v1/chat/completions`) with first-token latency < 1,200ms across 3-tier routing fallback (OpenVPN Mesh, Reverse SSH Gateway, Platform Gateway).

2. Calculation of Monthly Uptime

Uptime percentage is measured on a per-Service basis over each monthly billing cycle by reference to central monitoring telemetry, calculated in accordance with the following formula:

Where:

• "Total Time": The total number of minutes in the applicable monthly billing cycle during which the Service is active.
• "Downtime": The total number of minutes in the monthly billing cycle during which the Service is unavailable, inaccessible, or drops customer traffic, excluding all permitted exclusions.

3. Exclusions from Downtime Calculations

The following events are expressly excluded from the calculation of Downtime and do not count toward service credit claims:

• Scheduled Maintenance: Routine or emergency system updates, kernel patches, or infrastructure upgrades where MineFarm provides at least forty-eight (48) hours prior notification (via dashboard banner or email).
• Force Majeure Events: Natural disasters, warfare, civil commotion, carrier fiber cuts, national electrical blackout, or state-sponsored cyber disruptions beyond reasonable control.
• Customer Interference or Errors: Unavailability resulting from customer configuration errors, malicious user scripts, OS kernel panics inside unconfined containers, customer firewall/security group misconfigurations, or customer ISP routing failure.
• Spot Virtual Machines & Surplus Compute: Spot instances operate strictly on interruptible surplus capacity without uptime commitments and are completely exempt from this SLA.
• Beta & Research Features: Pre-release tools, experimental models, or test APIs marked as "Beta" or "Experimental" operate on a strict no-liability, zero-guarantee basis.

4. Service Credit Rebate Structure

If MineFarm confirms that a covered Service failed to achieve the specified Monthly Uptime Percentage in a given billing cycle, the customer is entitled to claim a Service Credit applied to their account wallet:

Monthly Uptime Percentage	Service Credit Rebate
99.00% – 99.89%	10% credit of monthly fee paid for affected Service
95.00% – 98.99%	25% credit of monthly fee paid for affected Service
< 95.00%	100% full refund / credit of monthly fee paid for affected Service

5. Rebate Claim Procedure & Strict Deadlines

To submit a valid Service Credit claim, the customer must adhere strictly to the following process:

• Submission Window: The customer must submit a written claim within five (5) calendar days following the end of the monthly billing cycle in which the downtime incident occurred.
• Submission Channel: Claims must be opened as a High-Priority Support Ticket via /support or emailed directly to support@compute.y3ti.uk.
• Required Evidence: The claim must include the impacted Service ID, rig ID, container ID, error logs, and precise UTC timestamps of the disruption.
• Maximum Rebate Cap: The maximum aggregate Service Credit issued for any single Service in any monthly billing cycle shall not exceed one hundred percent (100%) of the total fees paid by the customer for that Service during the relevant cycle.

6. Chronic Failure Termination Right

If MineFarm fails to meet the minimum 99.9% uptime target for three (3) consecutive monthly billing cycles, the customer has the statutory right to terminate their service agreement for the affected resource without financial penalty or early exit fees, upon providing ten (10) business days prior written notice.

7. Sole and Exclusive Remedy

The issuance of Service Credits as set forth in this SLA constitutes the customer's sole and exclusive financial remedy, and MineFarm's entire liability, for any failure to meet availability targets or any service interruptions under the Terms of Service.